METROS MYSTERY RI DERS AN OVERVIEW RIDERS ADVISERY COUNCIL MAY 7 th - - PowerPoint PPT Presentation

METRO’S MYSTERY RI DERS

AN OVERVIEW RIDERS’ ADVISERY COUNCIL MAY 7th, 2008

PURPOSE

• Objective assessment of system operations, customer service, and the

riding environment

• Provide Metro with detailed, objective and actionable data about day-

to-day riding on Metrorail and Metrobus

• Continuous stream of data
• Representative sample of service operated
• 95% of rail service quarterly
• 95% of bus service annually
• Monitor performance – identify areas requiring intervention – monitor

effects of intervention

METHOD

• Service Quality Inspections
• Covert by design – inspectors are anonymous to staff and customers
• Professional, trained inspectors
• Assigned distribution of trips
• Metrorail
• Rail Mezzanines
• Rail Platforms
• Rail Routes
• Metrobus
• Bus Stops – Any cluster of stops that serves a Metrorail Station
• Bus Routes

METHOD

• Inspection criteria based upon:
• Primary Research:
• Customer Satisfaction Measurement (Quantitative Study)
• Cumulative Knowledge from Focus Groups (Qualitative Research)
• Public Perceptions of Transit Tracking Study
• Secondary Research
• Transportation Research Board
• Industry Practices
• Complaint Data Analysis
• Input from RAC

METHOD

• Inspection criteria designed for:
• Importance to customers
• Actionability by agency
• Attributes are defined broken down into specific elements

Station Condition Cleanliness of Stations Number of litter items in Mezzanine

PROPOSED ATTRI BUTES

• RAIL ROUTE
• Equipment Operations
• Functional Header/Destination Signs
• Updated/Legible System Map
• Customer service
• Audible PA
• Functional Station Ahead Sign (When Applicable)
• Crowding
• Interior Physical Condition
• Ripped/Cracked Seats
• Graffiti/Etchings
• Interior Cleanliness
• Odor
• Litter
• Stains/Spills
• Excrement/Biohazard
• Vehicle Safety
• Interior lights
• Functional Doors
• PA Announcements correct and understandable

PROPOSED ATTRI BUTES

• RAIL STATION
• Equipment Operations
• Escalators Functioning
• Elevators Functioning
• Accurate Digital Signage
• Functional Fare Vendors
• Functional Fare Gates
• System Map Displayed
• Customer Service
• Station Manager Present
• Station Manager Demeanor – polite with correct information
• Schedules/Brochures
• Station Condition
• Trash Can Status
• Graffiti/Etchings
• Interior Cleanliness
• Odor
• Litter
• Stains/Spills
• Excrement/Biohazard

PROPOSED ATTRI BUTES

• RAIL STATION (Cont.)
• Safety
• Interior Lighting
• Exterior Lighting
• Transit Officers Visible
• Uniformed Metro Personnel Visible
• Operational Telephones

PROPOSED ATTRI BUTES

• Bus Route
• Equipment Operations
• Farebox Operational
• Functional Header Sign
• Stop Cord Functioning
• Doors Functioning
• Customer Service
• Audible PA
• Transfer Request
• Schedules Available
• Driver in full Uniform
• Arrival Time Performance
• Destination Time Performance
• Crowding
• Physical Condition
• Broken/Cracked Windows
• Ripped/Cracked Seats
• Graffiti/Etchings

PROPOSED ATTRI BUTES

• Bus Route (Cont.)
• Interior Cleanliness
• Odor
• Litter
• Stains/Spills
• Excrement/Biohazard
• Safety
• Driver Attention – No conversations or cell phone
• Functional Wheelchair Lift

PROPOSED ATTRI BUTES

• Bus Stop
• Cleanliness
• Odor
• Litter
• Stains/Spills
• Excrement/Biohazard
• Trash can status
• Safety
• Operational Telephones
• Exterior Lighting
• Transit Officer Visible
• Uniformed Metro Personnel Visible
• Shelter Condition
• Broken/Cracked Windows
• Cracked/Splintered Benches
• Graffiti/Etchings
• Roof leaks/cracks/holes

REPORTI NG

• Reports will be generated quarterly
• Reports will be distributed to all Operating Divisions for review
• Egregious circumstance will be hot listed directly to the Project

Manager for prompt attention